Originally Published in heraldonline.com | September 10, 2013
Kimberly Nasief of Measure CP Moderates Panel on Applying Social Media Feedback to Gain and Retain Customers
HOUSTON — Proactive customer experience management is tantamount in today’s competitive landscape. Both B2C and B2B companies have experienced the shift toward customer focused selling, and those driven to succeed are employing customer experience management strategies to both gain and retain business.
Furthermore, the proliferation of social media has armed consumers with powerful tools for sharing their experiences – good and bad – with a worldwide audience within moments of an impression. Kimberly Nasief, President and Co-Founder of Measure CP, a mystery shopping and brand auditing firm, understands first-hand the need for social media to play a key role in customer experience management. Nasief moderated a panel discussion at Consero’s Customer Experience Forum guiding B2B and B2C industry leaders through a spirited discussion on the vital task of linking the voice of the customer (VOC) to operations.
“This forum is a unique opportunity for Fortune 100 to 500 executives to come together to share their strategies and learn from one another in this ever changing world of new communication mediums,” Nasief said.
Attendees of the forum, such as those from HEB, Citi, Citrix Systems, Whataburger Restaurants, Buffalo Wild Wings, Nokia, UMB Financial, Texas Capital Bank, 24-Hour Fitness, United Capital Financial Partners, Jaguar Land Rover, Levi Strauss, and eBay, are tasked daily with sifting through endless communication streams to determine what feedback is relevant. The work starts there. In actuality, it is what a company does with the feedback that has the ability to serve in a way that reinforces the brand promise.
“We use valuable programs from Measure CP to document the customer’s view throughout the customer lifecycle, from acquisition to end-of-life, to show the customer experience in real time,” said Jack Roldan, Manager of Customer Experience and CRM for Cricket Communications. “A dashboard is shared company-wide to bring everyone into the process, because when they are able to view things from the customer’s perspective, service improves.”
Customer experience management is only starting to emerge as a standard amongst more traditional marketing tools, but those businesses who have an invested effort in early engagement are already realizing huge rewards.
Measure CP helps B2C and B2B companies track and improve the customer experience by combining traditional mystery shopping, online reputation management and brand auditing with the most current technology and social media tools to provide a 3-Dimensional view of a client’s brand and the customer service that defines it. To learn more, visit www.measurecp.com.